Directs all activities and manages the day to day operations of the Collections department. These include Consumer Loan collection, Outbound and Inbound calling, Repossessions and Remarketing, CPI Program Management and Charge Off Administration. In charge of recommending appropriate staffing plans and work strategy, both for in-house collections and for any third party vendors that we may assign work to. Develop strategies to mitigate risks and capitalize on business opportunities. Set clear, realistic goals and ensure legal requirements and government regulations are integrated into current collection practices. Serve as a consultant and resource specialist to other departments and branches.

Provided leadership and direction to the Commercial Collection team to make certain productivity was operating at optimal levels. Executed talent management, performance management, and human resource duties. Established compliance to all Federal and State Debt Collections laws. Evaluated performance metrics and identified areas for improvement. Promoted service excellence and individual growth for the team. Position was outsourced.

Maintained responsibility for directing a group of Supervisors and staff while inspiring and motivating teams to perform above expectations. Analyzed department inventory levels and implemented a dialer schedule accordingly. Screened live phone calls from collection associates and provided feedback to supervisors for coaching and improvements. Managed monthly bonus program. Company eliminated role, consolidated collections to home office in Michigan.

Oversaw internal call center collections associates and management staff ranging from 75-125 full-time employees. Evaluated daily, weekly and monthly collection performance and productivity metrics. Supervised and verified that the Federal Debt Collection Act (FDCPA) and internal Quality Assurance were being followed. Monitored portfolios of inventory to confirm company work standards were met. Spearheaded retention initiatives that included talent acquisition, coaching, and performance management. Internal collection process was outsourced to India.

Promoted to positions of increased responsibility during my tenure that included Executive Operations Manager and Senior Operations Manager that culminated in the Assistance Vice President Role. Charged with accountability for leading a highly productive team comprised of 10 Operations Managers and 125+ Collection Representatives, responsible for collecting over $1 million monthly on charged off debt. Managed portfolios of owned, charged-off credit cards, automobile deficiencies, mortgage deficiencies, healthcare, and utilities. Left company to grow my career within the industry.

-Directed up to 3 managers and 30 collectors assigned to major government contracts with agencies including U.S. Department of Revenue, Wisconsin Department of Revenue Tax, and Georgia Department of Revenue Tax.-Consistently ranked as top-revenue producing company on all contracts.-Established contract-specific standard operating procedures and created Dialer system strategy.-Reviewed daily, weekly, and monthly performance to adjust collections activities-Introduced daily, weekly, and monthly contests to boost productivity levels.-Left role to grow my collection career.